Refund Policy
Last updated: 20.08.2026
1. Introduction
This Returns & Refunds Policy explains how you may return products purchased from Koda Online Marketplace (“we”, “us”, or “our”) and how we will issue refunds or exchanges. It applies to all purchases made via our website at www.shopkoda.co.uk
This policy complements our Terms and Conditions and complies with the Consumer Rights Act 2015 and UK consumer protection laws.
2. Your Right to Cancel and Return
For physical goods
You have the right to cancel your order and return any items within 7 days from the day you receive your delivery. You do not need to give any reason for the return, but items must be:
– Unused, unopened, and in their original condition and packaging
– In a resalable state
– Returned with your original proof of purchase (order confirmation or receipt)
Each individual seller will set their own refund and return policy, please refer to their policy for specific details.
For digital products or services
Due to the nature of digital goods, once you have downloaded, accessed, or started using the product or service, you waive your right to cancel, unless the item is faulty, defective, or not as described.
You may cancel a digital order before access is granted or download begins, within 7 days of purchase.
Exceptions
Certain items cannot be returned or exchanged, including:
– Customised, personalised, or made-to-order products
– Perishable goods (e.g. food, flowers)
– Sealed items that have been opened (for hygiene or health protection reasons)
– Items that have been inseparably mixed with other goods after delivery
3. How to Return an Item
To return an item, please follow these steps:
1. Contact our customer service team at info@koda.com within 7 days of receiving your order. Include your order number and details of the item you wish to return.
2. We will reach out to the seller to come to a satisfactory resolution.
3. Pack the item securely in its original packaging.
4. Send the parcel to the address provided. You are responsible for the cost and risk of return shipping, unless the item is faulty, damaged, or sent in error by us.
We recommend using a tracked delivery service, as we cannot be held responsible for items lost or damaged in transit.
4. Inspection and Processing
Once we receive your returned item, our team will inspect it to ensure it meets our return conditions. We will notify you by email within 3–5 working days whether your return has been approved.
If approved, we will process your refund or exchange within 5 working days.
5. Refunds
We will refund the price you paid for the returned items, including standard delivery charges (except for additional costs if you chose a premium delivery option).
– Refunds are issued to the original payment method used at checkout.
– Please allow up to 10 working days for the refund to appear in your account, depending on your bank or payment provider.
– We may reduce your refund if the value of the item has been diminished due to handling beyond what is necessary to establish its nature, characteristics, and functioning.
6. Faulty, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged, or different from what you ordered:
1. Contact us immediately, and no later than 7 days after delivery, with photos of the issue and your order details.
2. We will arrange for collection or return with the seller.
3. You may choose between:
– A full refund, including original delivery costs
– An exchange for a replacement item
– A repair, where possible
7. Exchanges
We offer exchanges for items of equal value or different value (with price adjustment). Exchanges are subject to stock availability. If the requested item is out of stock, we will issue a full refund instead.
8. Contact Us
If you have any questions about our returns and refunds process, please contact us:
Koda Online Marketplace
Email: info@koda.com
Website: www.shopkoda.co.uk